Community Manager

This is a fully remote position, open to applicants in United States, +15 more locations.

📋 Description

• Oversee brand mentions, sentiment, and emerging trends across social media platforms, Reddit, Discord, review sites, forums, and the wider web.

• Recognize reputational threats, evaluate their severity, and lead responses in collaboration with Communications, Trust & Safety, Legal, and leadership teams.

• Design and manage escalation frameworks in partnership with cross-functional teams.

• Develop and update response playbooks for controversies, disputes, outages, policy modifications, and media-driven events.

• Conduct post-incident evaluations.

• Establish metrics for community sentiment and reputation.

• Provide regular updates to senior stakeholders, including recommendations linked to business and mission implications.

• Represent Kickstarter in public discussions with a human, straightforward, and informed approach.

• Engage in Reddit and Discord communities in accordance with their respective rules and cultures.

• Correct misinformation, de-escalate intense discussions, and discern when not to engage.

• Assist creators and backers by guiding them to resources and escalating issues to Support.

• Celebrate creator achievements and engage with backers.

• Establish voice, tone, and engagement guidelines, while mentoring team members.

• Manage a community feedback program that transforms unstructured input into prioritized insights.

• Monitor recurring issues, feature requests, trust concerns, and resultant actions.

• Publicly address community-requested releases.

• Develop and lead advocacy programs for creators and backers.

• Oversee strategy and operations for Kickstarter community spaces, including Discord and creator forums.

• Coordinate with Social, Communications, and creator-facing teams on campaigns, launches, and announcements.

• Select, manage, and enhance social listening and community tools.

• Monitor creator communities, cultural trends, competitor dialogues, platforms, and community behaviors.

• Convert community insights into marketing, acquisition, and product suggestions.

⛳️ Requirements

• Minimum of 4 years in community management, social media, reputation management, or a similar position.

• In-depth, verifiable expertise in Reddit and Discord.

• Practical experience with X, Instagram, TikTok, Facebook, YouTube, LinkedIn, Bluesky, and Threads.

• Proficiency in monitoring and managing sentiment on review and feedback platforms.

• Strong decision-making skills under pressure and in uncertain situations.

• Exceptional writing abilities with the skill to adjust tone based on platform and context.

• Familiarity with social listening and community management tools such as Sprout Social, Brandwatch, Sprinklr, Meltwater, or Mention.

• Experience in establishing processes and aligning cross-functional partners.

• Capability to communicate effectively with executives, Legal, and Trust & Safety teams.

• Proven track record of managing a community, reputation, or voice-of-customer program from start to finish with measurable outcomes.

• Knowledge of crowdfunding, creator economy, or maker communities.

• Familiarity with platform-specific communities like BoardGameGeek, Product Hunt, Indie Hackers, or creator-focused Discords.

• Experience managing public communications during controversies or policy changes.

• Data management skills, including creating dashboards or deriving insights from large amounts of unstructured text.

• Must reside in or be willing to relocate to one of the approved US locations or the United Kingdom.

🏝️ Benefits

• Fully virtual team / remote work.

• Employer support for employees based in designated US locations and the United Kingdom.

• Inclusive work environment.

• Equal opportunity employer.

• Fair and consistent interview process.

• Commitment to diversity and inclusion.